AI Content Program Manager, Chatbot

HoneyBook • San Francisco, CA

7d • $140,000 - $158,000 • Hybrid

About The Position

As an AI Content Program Manager, you'll sit within the Knowledge & Instructional Content team (KIC) that supports both our members (customers) and our Support Specialists. You'll own the strategy and execution of our support chatbot, the front line for how members get fast, accurate answers, and you'll support the full lifecycle of the Help Center articles and internal Support documentation that feed it.
You'll set the direction for how our chatbot resolves member issues, from what it should be able to handle to how content gets structured so it can act on it, and you'll build the Help Center content and Support documentation that equip Support Specialists with clear, dependable guidance across every channel. From building new content to optimizing existing workflows, your work will directly influence the clarity, consistency, and effectiveness of our member and agent experiences. Every article you publish, update, or structure directly determines how members get fast, accurate answers. AI resolution is one of the most important levers the team owns, and you're accountable for moving it. As chatbot resolution matures, you'll set the strategy for how we prioritize and structure content investment across the AI resolution funnel.

Requirements

• You go beyond using AI tools like Gemini and Claude to draft and brainstorm. You understand how chatbot content architecture affects resolution rates, and you can bring informed opinions to conversations about AI strategy, not just execute against it. You can learn new tools quickly and are curious about how technology can make your content, and the systems it feeds, more effective.
• You have hands-on experience working in chatbot platforms such as Intercom (our current platform). You'll use Claude Code daily to build and maintain data connectors, so prior experience with it is ideal, though comparable experience with similar technical tools works too. You're comfortable owning the technical side of chatbot configuration, not just the content that feeds it.
• You possess strong writing skills and can take a complex product and make it easy to understand through structured, action-oriented documentation.
• You have an understanding of how analytics impact strategic decisions and guide content prioritization and search optimization. You are comfortable reviewing chatbot resolution data or Help Center analytics to identify gaps and prioritize what to write or update next.
• You have a strong grasp of systems thinking and independently connect documentation to Support workflows and Member Care operations, spotting cross-team dependencies before they become blockers.
• You love finding opportunities to improve existing content and can independently move projects forward while balancing multiple priorities.

Responsibilities

• Own the analysis of chatbot resolution data in partnership with Member Care and AI Operations, identify where content gaps are limiting AI resolution rates, drive the roadmap for what gets built, updated, or restructured next, and help evaluate whether a single-platform or multi-platform chatbot strategy best serves our members.
• Work directly in our chatbot platform (currently Intercom) to configure and maintain our support chatbot, and use Claude Code to build and maintain the data connectors that power it.
• Go beyond using LLMs for drafting, content gap analysis, and basic data synthesis. Identify where AI can change how the team works, and own the evaluation and rollout of new AI tools and workflows.
• Build functional internal tools using no-code/low-code platforms (such as Lovable) to solve real team friction points. You'll ship internal tools frequently, with support and context from the team.
• Utilize Large Language Models (LLMs) for drafting, brainstorming, and basic data synthesis to accelerate content production.
• Support the creation, maintenance, and ongoing improvement of member-facing Help Center content that supports fast, accurate self-serve resolution.
• Write clear, actionable technical how-tos and process documentation that guide members and Support Specialists to the most efficient and effective resolution.
• Help maintain internal Support documentation so it is clear, accurate, and structured for both human and AI-assisted resolution. In practice, this means writing procedures our Support bot can act on, documenting decision logic for connector builds, and incorporating QA findings into content revisions, as well as human-readable accuracy. The quality of this documentation is a direct input to how effectively AI resolves member issues at scale.
• Own the working relationship with Member Care, Product, QA, Marketing, and cross-functional partners to anticipate content needs, set priorities, and ensure documentation reflects current product behavior.

Benefits

• wellness programs
• exceptional family leave policies
• competitive salary
• meaningful equity grants

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed